Provide prompt, accurate, and courteous support to customers via email and live chat channels.
Resolve inquiries, troubleshoot issues, and escalate complex cases efficiently.
Maintain high customer satisfaction by delivering clear and helpful communication.
Collaborate with internal teams to improve product knowledge and customer experience.
Respond to customer questions and concerns through email and chat platforms in a timely manner.
Document all interactions and resolutions accurately in the support ticketing system.
Identify trends and escalate recurring problems to the appropriate teams.
Maintain a professional and empathetic tone in all customer interactions.
Meet or exceed performance metrics related to response time, resolution rates, and customer satisfaction.

Proven experience in email and chat customer support, preferably in a software or technology environment.
Strong written communication skills with excellent grammar and attention to detail.
Ability to multitask and manage multiple conversations simultaneously.
Familiarity with support ticketing systems and CRM tools.
Basic technical aptitude and ability to quickly learn new software products.
Problem-solving mindset with patience and empathy toward customers.
Availability to work flexible hours as needed to support customers across different time zones.

Email-Chat Support Specialist

Key skills